I had a friend who lives in a rural area, and he depends on propane to heat his house and cook food. One winter was extra cold and he was going through a lot more propane, and the propane delivery truck did not show up when expected, so he contacted customer support.
Customer support had a very transactional focus. They were thinking, “Oh, we missed a delivery. We’ll fix that by rescheduling a delivery for a later date.” That makes sense for the company, but they weren’t understanding the real issue. For the customer, he didn’t want to run out of propane, because now he’s cold and can’t cook food.
My friend actually ran out of propane trying to get another delivery to show up. And so, of course, he switched providers. One of the most frustrating moments in any customer experience is when an employee is not able to do something that's really really obvious, like making sure they get propane to keep the house warm in the wintertime.